About the Role
Technical Support Engineers are the first line of defence for our users, debugging tricky issues, building automations to streamline workflows, and ensuring every interaction with our product(s) is smooth and impactful. You'll partner closely with our customer experience, product, and engineering teams to champion the voice of the customer and shape how technical support scales.
Requirements
Responsibilities:
Provide in-depth technical support via issue tracker tickets and Teams messages, resolving complex user-reported issues and ensuring high-quality end-user interactions.
Debug, reproduce, and troubleshoot software bugs and usability problems.
Partner with our Customer Experience, Product, and Engineering teams to escalate critical issues and feed insights into our technical roadmap.
Provide IT hardware and software support to internal users (for example, software installation, patching of outdated software)
Maintain and expand user-facing product documentation and internal knowledge bases to empower both customers and internal users.
Design and build internal tools and automations to scale support operations.
Requirements:
Experience in technical support, software engineering, or a related technical role.
Strong understanding of software development workflows; experience with IDEs, LLMs, and building with AI.
Strong debugging skills and a passion for digging deep into technical problems.
Clear, concise communication skills to explain complex concepts to technical and non‑technical audiences.
Self-starter with curiosity, creativity, and a bias for action.
What we offer
● A chance to contribute to a mission-driven company that's making a real difference in education across Africa.
● A collaborative, inclusive, and dynamic work environment where your input is valued.
Our culture
At Zeraki, our strength is rooted in our vibrant culture, driven by a shared commitment for integrity, learning, and excellence. Our environment demands the highest standards and focuses on delivering results. We hire and develop the best, manage through trust, value empathy, and practice having a backbone in all our dealings. We are a team that thrives on freedom, responsibility, and the pursuit of excellence. Joining us means being part of a community dedicated to growth, innovation, and transformation.
About the Company
Zeraki is a pioneering EdTech startup on a mission to redefine education across Africa. Our innovative technology tools are designed to make learning more accessible, effective, and engaging for parents, teachers, and students alike. At the heart of Zeraki is a deep-rooted passion for harnessing the power of education to unlock the potential of the continent's youth and drive transformative change. Zeraki proudly serves over 2.7 million users in 10 countries, establishing itself as one of Africa's leading EdTech companies.
Our commitment to excellence and innovation has not gone unnoticed. Zeraki was the proud recipient of the African Union Commission Innovating Education in Africa Award in 2022. Zeraki is one of three EdTech companies participating in the 2024 cohort of the EY AI SDG Accelerator and is also part of the 2024 cohort of the Microsoft Entrepreneurship for Positive Impact Program. Through these accolades and partnerships, Zeraki continues to shape the future of learning in Africa, demonstrating the transformative role of technology in education.